Senior Salesforce Administrator – Service Cloud

Who we are:

For over 25 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact – and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

Your role:

As Senior Salesforce Administrator – Service Cloud, you will have day-to-day responsibility for the overall health, security, administration, configuration and support of Global Relay's Salesforce products that enable our Service Teams to assist our growing Customer base. Reporting to the Senior Manager, CRM Systems, this role forms part of Global Relay's Enterprise Systems team and secures the foundation of and extensions to our Salesforce applications, with a focus on standardization and minimal technical debt. Salesforce is at the heart of many Global Relay business processes and requires constant collaboration, workflow enablement and data management to help the organization meet its increasing growth targets. The responsibilities also include monitoring the health of integrations with other related systems and coordinating all changes with the efforts of Sales Cloud Administration Team.  The protection, security, and privacy of our data and environments will be your first and foremost priority, ensuring that all security settings and information sharing are aligned with our information security policies.  You will supervise other administrators on the Service Cloud Team, participate in the hiring process as the Team expands, and set standards for effective execution of administrator duties, workloads and quality.

Your responsibilities:

• Responsible for configuration, security and end-user support of the Service Cloud platform including Experience Cloud
• Configure and maintain custom objects, record types, fields, page layouts, formulas, data validation rules, custom workflows, approval processes, installed packages, etc. within
• Maintain user roles and profiles, all security settings, access settings, etc.  with adherence to Information Security policies to ensure the security and privacy of data at all times.
• Establish and implement best practices with regards to system maintenance, configuration, data integrity, etc.
• Analyze Service Cloud Cases, user behavior and system use trends to identify areas of optimization, streamlining and automation that will minimize unnecessary administrator work or excessively manual work that can be eliminated.
• Manage data imports, database de-duplication and cleanup.
• Manage the integration of applications connected to
• Identify production risk areas and facilitate successful implementation and adoption of risk mitigating processes.
• Support the Technical Program Manager in cross-functional projects and strategic changes to systems and processes by executing all required configurations needed to complete each sprint release.
• Stay up to date on upcoming Salesforce changes, ensure adequate testing of new Releases is completed promptly, and bring forward ideas for implementing new functionality that will provide benefits to our Stakeholders
• Develop and implement training for end-users and maintain all training materials and guides for processes related to business applications.
• Supervise other Salesforce Service Cloud Admins, overseeing their capacity, work distribution and work quality.

About you:

• Bachelor's degree in business information systems or computer science.
• 5+ years of experience configuring complex solutions on the platform.
• Demonstrated experience in developing custom objects, workflows, validation rules, and flows with extensive hands-on experience in a Salesforce environment using Sales Cloud, Service Cloud, Experience Cloud, and CPQ.
• Experience administering Salesforce where it integrates with ERP systems like NetSuite is highly desirable.
• Ability to identify areas for process improvement and recommend/implement solutions.
• Advanced Salesforce Administration Certification.
• Proven creativity and problem-solving skills and ability to work around obstacles and solve problems with minimal direction.
• Excellent understanding of data structures and data modeling.
• Ability to develop effective relationships with business users, technical staff and executive management.
• Excellent organizational/time management skills and ability to prioritize work and meet deadlines in a fast-paced environment.
• Excellent written and oral communication skills with an ability to communicate clearly in both spoken and written English to all levels within the organization.
• Can-do work ethic, hands-on, with a customer service mentality.
• Ability to exercise tact and discretion and to be entrusted with confidential information
• Flexible with a demonstrated ability to embrace change.
• Experience with Salesforce Data Loader and ETL Tools.
• Experience working in an Agile Framework (Scrum or Kanban) preferred.
• Proficient in using flow charting and collaboration tools (such as Miro) as a means of requirements gathering, problem definition and stakeholder engagement
• Ability to thrive in fast moving, fast growth entrepreneurial environment, have a 'solution based' mind set, and be proactive in driving improvements to processes and systems

Compensation:

Global Relay advertises the pay range for this role in compliance with British Columbia's pay transparency laws. Individual pay rates are determined by evaluating factors such as expertise, skills, education, and professional background. 

The range below reflects the expected annual base salary, which is only one element of our comprehensive total rewards package designed to reflect our company pay philosophy, culture and values. We aim to foster an inspiring work environment and support employees' work-life rhythms. We provide a comprehensive extended health benefits program, including virtual healthcare and a wellness allowance. Employees also receive annual allotted vacation days, which increase based on tenure. Other benefits include: Paid sick days, maternity/parental enhancement program, bonus, and an RRSP contribution matching program. 

For Vancouver-based employees, we provide a subsidized meal program, courtesy of our talented in-house culinary team

What you can expect:

At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching, and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

To learn more about our business, culture, and community involvement, visit